Cards Experience Guide

As a Cards Experience Guide, you'll be responsible for providing peace of mind to our users when they pay with their bunq card.

You'll review and issue chargebacks and refunds, handling every case with accuracy and care. You'll keep our users informed from start to finish: what's happening, what comes next, and if they need to do anything.

Responsibilities:

• Resolve chargebacks end-to-end: Investigate each case using transaction data, account history, and merchant evidence.
• Keep users informed: Send clear, honest, and caring updates throughout their case.
• Work smarter with AI: Use AI tools to research cases, spot patterns in disputes and feedback, and share insights that help the team fix root causes.

Requirements:

• You know how to investigate a case from every angle and use data and evidence to reach a fair, well-reasoned decision.
• You have a sharp eye for detail.
• You can explain complex or disappointing outcomes in clear, warm, and accurate writing.
• You use AI tools in your daily work.
• You can see things from user's point of view and care about giving them a fast, transparent outcome.
• Experience with card disputes, chargebacks, or payment operations is a plus.
• Excellent communication skills in English.

Benefits:

• Hybrid setup: 2 days remote, 3 days in-office weekly.
• Great, international colleagues.
• Support for growth with bunq Academy and €1500 annual learning budget.
• Flex Benefits: €70 monthly budget via Re: benefit.
• Travel expenses covered.
• Digital Nomad Program: up to 20 days per year to work while traveling.
• Dedicated travel budget: €1.5k after 2 years and €3k after 4 years.
• MacBook provided.
• Delicious lunches from in-house chefs.
• Optional pension plan with monthly contribution from bunq.
• Private health insurance.
• €60 monthly allowance via Alleo by Epassi.